Enes Gundogdu
Product designer
Forten — Digital Banking
One bank.
Many connected
experiences.
Designing the journeys, interfaces and shared patterns behind a new digital bank.
A UX and UI project spanning mobile banking, online banking, customer support and bank administration.
MY ROLE
UX Designer
UX, UI & design-system contributions
PLATFORMS
Mobile & web
Customer and employee experiences
PROJECT STATUS
Pre-launch
Discontinued before public launch
MY ROLE
UX/UI Designer
UX, UI & design-system contributions
PLATFORMS
Mobile & Web
Customer and employee experiences
WHAT I DELIVERED
UX Design, Design System, Branding
UX/UI Designer
TOOLS
Figma, FigJam, Maze, Adobe Photoshop, Adobe Illustrator
UX/UI Designer
MY ROLE
UX Designer
UX, UI & design-system contributions
PLATFORMS
Mobile & web
Customer and employee experiences
PROJECT STATUS
Pre-launch
Discontinued before public launch
01 / PRODUCT OVERVIEW
Desktop account overview + two mobile views
IMAGE PLACEHOLDER
01 An online-banking account overview alongside mobile account and payment screens. Use original designs at a readable scale to show the shared visual language.
01 — CONTEXT
A new bank.
A broad design challenge.
Forten was being developed as a UK consumer bank, with the ambition of becoming the primary bank for digitally minded customers. Its planned offering covered everyday banking, savings, cards and borrowing.
I worked across the UX and UI of its customer and employee experiences, alongside contributions to the design system. The scope extended from shaping journeys to the detailed layout, states and feedback within individual screens.
Customers needed clear information and straightforward ways to manage their money. Employees needed the context and tools to support those customers and manage the service behind the scenes.
FOR CUSTOMERS
Mobile banking
Online banking
FOR EMPLOYEES
Contact centre
Bank administration
SHARED DESIGN FOUNDATIONS
02 — UNDERSTANDING THE SERVICE
Clarity on both
sides of the screen.
The programme’s customer persona and empathy map highlighted uncertainty about rates, difficulty comparing products and frustration with repeatedly providing information. The support persona described confusing interfaces and manual work around calls and tickets.
The service flows mapped a wider lifecycle: acquisition, onboarding, assessment, decisioning, ongoing servicing and closure. This context made it important to consider what happened before and after each screen, including checks, interruptions and support needs.
How could each person understand their next step in a process involving several systems and teams?
03 — CUSTOMER EXPERIENCE
My UI work covered mobile and online banking, including account views, payments, onboarding and product selection. Prominent account summaries sit above detailed activity, while typography, spacing and grouping give the information a clear structure.
The mobile designs use a compact hierarchy and bottom navigation. Online banking uses the wider canvas to place navigation, summaries and transaction information alongside one another. The same banking service takes a different shape in each context.
02 / MOBILE + WEB
Place matching account screens here
02 A matched mobile and web account view. Annotate the balance hierarchy, transaction grouping and navigation to explain how the layout changes across platforms.
04 — JOURNEY DESIGN
From process
to interface.
The lending documentation distinguished an eligibility check from a full application, with different outcomes and external checks. The design archive includes process flows, wireframes and high-fidelity screens for eligibility, preparation and onboarding.
That creates a specific interface challenge: making the stages understandable while keeping consequential information visible. Verification, review and decision states need to feel like clear parts of the journey.
03 / STRUCTURE TO SCREEN
A focused journey,
from flow to UI.
One process excerpt + three related screens
03 A readable eligibility or onboarding flow paired with its corresponding screens. Highlight one decision point and the information the customer sees at that stage.
05 — CUSTOMER SUPPORT
The details that make
a task complete.
The contact-centre designs bring customer information and operational actions into one workspace. A customer summary sits above grouped detail panels, with activity information alongside them.
The email-update sequence shows the depth of interaction design behind a seemingly small task. It covers editing, confirmation and pending verification, as well as resending a link, cancelling an update and viewing history.
The email panel changes state within the broader customer record. A separate confirmation appears in the cancellation path. These details distinguish an action that has started from a task that has finished, while retaining the surrounding customer context.
04 / CONTACT CENTRE
Customer record · Edit · Pending · Resend · Cancel
04 A customer-information screen with enlarged email-update states. Show inline editing, pending verification, resend and cancellation confirmation as a connected task.
06 — BANK ADMINISTRATION
Making dense
information usable.
Bank administration formed another part of my scope. The archive includes wireframes and UI work for interest-rate definition, savings hierarchy, general ledger and user-access management.
These experiences use structured navigation, tables, grouped settings and forms. They require a different level of information density from mobile banking, with emphasis on understanding the selected record, its settings and the available action.
Interest-rate configuration or access management
05 One administration screen and its related detail or edit state. Call out the information grouping and the action the employee needs to take.
07 — DESIGN SYSTEM
Alongside the product screens, I contributed to the Forten design system. The archive spans colour and typography, buttons, text fields, navigation, rows, controls, filters, modals, messages and illustrations.
This work connects the visual foundations to the interfaces people use. The system provides a way to carry recurring design decisions into different tasks, while allowing customer and employee experiences to accommodate different needs.
01
Foundations
Colour, typography and visual language.
02
Components
Reusable controls, navigation and feedback.
03
Application
Patterns brought together in product screens.
Foundations + component states + screen excerpts
08 — USABILITY
Looking beyond
visual polish.
Usability testing formed part of the design process. The important questions reach beyond how a screen looks: can someone understand their current state, identify the next action and recover when a task does not go as expected?
The application journey and contact-centre sequence make those questions concrete. Eligibility and application stages need distinct explanations. A pending email change needs a clear status and a way to continue or cancel.
No quantified usability results are presented in this case study.
09 — OUTCOME & REFLECTION
Forten was discontinued before public launch. There are no live adoption or post-launch business results to report. The design work covered customer banking, employee tools and shared UI foundations within a programme that also included implementation.
The project brings together two scales of product design: understanding how a banking service fits together, and working through the details of an individual interaction. Both are visible in the journeys, interfaces and reusable patterns presented here.
UX thinking, UI craft and system design across one banking experience.